Front Office Manager

Department: Guest Relations

FLSA Status: Exempt

Reports To: Director of Operations

Job Status: Full time

Work Schedule: Days, Evenings, Weekends, and Holidays as needed

Job Overview
Luxury Rentals Miami Beach is a leading luxury vacation rental company in Miami. We match impeccable service with a diverse portfolio of luxury properties for our guests to choose from. With over 15 years of experience, we are passionate about all things travel and hospitality.

The ideal candidate will have experience in hospitality or customer experience and thrive on being responsible for delivering excellence in service. Guest Relations must have strong communication skills, a solid work ethic, and the ability to provide intuitive service to pay close attention to the needs of our guests. They will be required to perform and fulfill both Front Desk and Concierge-related duties. The Guest Relations team is responsible for making sure that our guests' expectations are exceeded, and for always providing the highest level of service.

Responsibilities and Duties

• Share the common concept – people who believe in treating others as we would have them treat us.
• Embody and deliver the Luxury Rentals Miami Beach guest service standards. Consistently meeting these standards, the Guest Relations team will provide an exceptional guest experience to every guest, every time.
• Oversee all Guest Relations operations ensuring guest satisfaction.
• Provide exceptional Guest Service by exceeding guests' expectations and needs.
• Supervise and manage all Guest Relations team members' performance providing mentoring where necessary.
• Ensures the level of service is met in the department by maintaining the LRMB standards set.
• Contributes to team effort by accomplishing related results as needed.
• Complete new hire paperwork, payroll, and scheduling in a timely manner.
• Train all new Guest Relations new hires, ensuring direction, and constant feedback.
• Complete Guest Relations individual evaluations as required.
• Make hiring, promotion, disciplinary, and termination recommendations to the LRMB Partners.
• Ensure that the Guest Relations team is following and providing the LRMB Guest Service etiquette standards by using luxurious language, anticipating guest needs whenever possible, handling all guest requests, and providing extreme care and sincerity when handling guest complaints and recovery.
• Ensure the Guest Relations team provides positive guest experiences, driven by service quality and consistency.
• Manage, ensure, and maintain a precise profile on each guest so all information can be stored and accessible in the PMS platform.
• Manage and update the Alice platform for the Guest Relations Department.
• Amenities are a large part of the Guest Relations responsibilities. Ensure that the Guest Relations team communicates all arrivals and needed amenities, including the amenity cards for each guest.
• Ensure all Guest Relations team is assisting guests with their arrival to ensure a flawless and streamlined greeting to LRMB, offering a range of concierge services, and making their experience memorable.
• In charge of leading a well-organized pre-arrival experience by following the LRMB guest journey protocol, with a primary focus on anticipating guest needs to ensure a flawless and streamlined greeting to the company.
• All steps of the Guest Journey are executed in the timeframe for which they were made. Make suggestions on necessary changes or improvements when necessary.
• Create, interview, and negotiate with all LRMB preferred vendors and any new potential vendors for concierge services that come up with guests' requests.
• Ensure all concierge requests and all charges to the guest are properly uploaded into the guest folio in the PMS.
• Ensure each resident is ready and verified for guest check-in prior to guest arrival and room orientation, per guest journey–arrival experience protocol.
• Ensure the requests from the guests during their stay are always addressed in a timely manner.
• Responsible to collect all pertinent information required to action any guest requests, ensuring to be well prepared and fulfill the requests to the best of your ability and ensure a flawless in-house experience.
• Execute a well-organized departure experience with a primary focus on anticipating guest needs and following the LRMB departure experience protocol. Make suggestions on necessary changes or improvements when necessary.
• Recognize all kids who stay at LRMB by creating a kid-friendly atmosphere and following the LRMB pre-arrival protocol, ensuring all kid amenity items are available for kids' arrival.
• Recognize all pets who stay at LRMB by creating a pet-friendly atmosphere and following the LRMB pre-arrival protocol, ensuring all pet amenity items are available for pet arrival.
• Manage and conduct LRMB pre-shift meetings to update the team daily on the current status of all LRMB guests and Guest Relations arrivals and departures agendas.
• Prep and ensure residence with welcome amenities upon Owner's arrival.
• Check on any reviews received daily and respond to them in a timely manner.
• Analyze customer feedback from online reviews and suggest ways to improve ratings.
• Continuously strive to improve skills and increase knowledge.
• And any other duties needed to help fulfill our Mission and abide by our Organization's Values.

Skills & Qualifications

• Excellent interpersonal and communication skills, both in-person and by telephone.
• Must be fluent in English, both written and verbal.
• Ability to learn multiple computer software and accurately input information into the systems for set up and delivery.
• Ability to work cohesively with colleagues both within and outside of the department.
• Proactive and productive.
• Previous hotel, Front Office, or Concierge managerial experience is mandatory.
• Must be able to work flexible shifts as needed - days, evenings, weekends, and holidays.
• Extensive knowledge of local hot spots, restaurants, and attractions is preferred.
• Observant and detail-oriented, able to coordinate and multi-task job responsibilities in a busy environment.
• Must possess a professional demeanor and presentation and be personable and enthusiastic.
• Strong organizational skills, with the ability to work independently.
• Ability to function under pressure, set priorities, and adapt to changing conditions.
• Requires attention to detail and accuracy.
• Must have access to reliable transportation.

Ideal Candidate Possess

• Previous 5+ years' experience as a Concierge or Guest Relations Manager
• A high degree of analytical abilities
• Exceptional Computer skills
• Bilingual or Multilingual (French and/or Spanish preferred)

"Luxury Rentals Miami Beach is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law."